| NIM | F1B020081 |
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| Namamhs | SHAFRILIA AJENG IHSANI PUTRI |
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| Judul Artikel | Pengaruh Kualitas Pelayanan terhadap Kepuasan Pengguna Mikrotrans di DKI Jakarta |
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| Abstrak (Bhs. Indonesia) | Pemerintah Provinsi DKI Jakarta berupaya mengatasi kemacetan dengan mengembangkan sistem transportasi terintegrasi yaitu mikrotrans. Namun, peningkatan jumlah pelanggan mikrotrans kontradiktif dengan fakta di mana banyak keluhan mengenai kualitas pelayanan mikrotrans yang belum optimal. Hasil penelitian menunjukkan bahwa: (1) Terdapat pengaruh yang positif dan signifikan antara Tangibles terhadap Kepuasan Pengguna sebesar 30,6%. (2) Terdapat pengaruh yang positif dan signifikan antara Reliability terhadap Kepuasan Pengguna sebesar 30,4%. (3) Terdapat pengaruh yang positif dan signifikan antara Responsiveness terhadap Kepuasan Pengguna sebesar 15,1%. (4) Terdapat pengaruh yang positif dan signifikan antara Assurance terhadap Kepuasan Pengguna sebesar 17,8%. (5) Terdapat pengaruh yang positif dan signifikan antara Empathy terhadap Kepuasan Pengguna sebesar 19,1%. (6) Terdapat pengaruh yang positif dan signifikan antara Tangibles, Reliability, Responsiveness, Assurance, dan Empathy secara bersama-sama terhadap Kepuasan Pengguna sebesar 45,8%. Berdasarkan hasil penelitian, dapat ditarik kesimpulan bahwa Tangibles, Reliability, Responsiveness, Assurance, dan Empathy berpengaruh positif dan signifikan terhadap Kepuasan Pengguna mikrotrans di DKI Jakarta. |
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| Abtrak (Bhs. Inggris) | The Provincial Government of DKI Jakarta has endeavored to address congestion by implementing an integrated transportation system, designated as "mikrotrans." However, the increase in the number of microtrans customers is contradicted by the fact that there are many complaints about the quality of microtrans services that are not yet optimal. The results showed that: (1) There is a positive and significant influence between Tangibles on User Satisfaction by 30.6%. (2) There is a positive and significant influence between Reliability on User Satisfaction of 30.4%. (3) There is a positive and significant influence between Responsiveness on User Satisfaction by 15.1%. (4) There is a positive and significant influence between Assurance on User Satisfaction by 17.8%. (5) There is a positive and significant influence between Empathy on User Satisfaction by 19.1%. (6) There is a positive and significant influence between Tangibles, Reliability, Responsiveness, Assurance, and Empathy together on User Satisfaction by 45.8%. Based on the research results, it can be concluded that Tangibles, Reliability, Responsiveness, Assurance, and Empathy have a positive and significant effect on microtrans User Satisfaction in DKI Jakarta. |
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| Kata kunci | Kualitas Pelayanan, Kepuasan Pengguna, dan Mikrotrans |
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| Pembimbing 1 | Prof. Dr. Wahyuningrat, M.Si. |
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| Pembimbing 2 | Drs. Darmanto Sahat Satyawan, M.Kes., M.Si. |
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| Pembimbing 3 | |
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| Tahun | 2025 |
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| Jumlah Halaman | 20 |
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| Tgl. Entri | 2025-01-15 09:52:07.236992 |
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